Medibank boosts business health with ServiceNow IT Service Management

55%

Increase in service requests via portal

Removed

Single points of failure

Streamlined

Payroll tasks and service delivery processes

Australia’s largest health insurance provider, Medibank selected
ServiceNow to revolutionize the way it delivers information technology,
HR, and facilities services to its employees across five corporate
offices. Now, unstructured, back‑and‑forth email communication is
replaced with a simple way to report, view, track, and resolve incidents.

Streamlining IT processes

Medibank insures millions of Australians and is also a telehealth
services supplier that wants to revolutionize its IT service delivery Medibank insures more than 3.8 million Australians. The
business also operates Medibank Health Solutions, a telehealth
services supplier with 600 clinicians interacting more than 2.5
million times per year with customers over the web, phone, and face to
face. Medibank has 2,700 employees and generates annual revenues in
excess of AUD$6.37 billion.

Following a rigorous tender process, including detailed analysis of
service management vendors, Medibank selected ServiceNow to
revolutionize the way it delivered information technology services to
its businesses. Medibank started by deploying two ServiceNow
modules—ServiceNow®
Incident Management and ServiceNow®
Problem Management.

Incident Management enabled the information technology function to
capture incident notifications through a self-service portal,
prioritize them based on service level targets, and route
responsibility for resolution to the appropriate group. Problem
Management created a way to investigate the root cause of incidents,
and document solutions and workarounds in a knowledge base.

Improved access to IT support allows Medibank to move employees
away from email to “single pane of glass” service delivery provided
by ServiceNow Accessibility for a distributed workforce: "Over the past
two years, we have steadily increased uptake for information
technology service and support as our teams have seen the benefits of
ServiceNow," says Medibank Service Incident Manager Natalie
McIntosh.

"The portal functionality in particular
has improved access to information technology support for our
employees who are spread across five corporate offices. Being able to
move people away from email and to the 'single pane of glass' provided
by ServiceNow to get help from information technology has streamlined
our service delivery process considerably."

The ServiceNow deployment has enabled Medibank to upgrade the
catalogue of services that employees can access and develop a home
page that maximizes the relevance of the portal to the business. “Our
vision in information technology service management is to increase
automation and use of workflows as much as possible within the next
financial year,” says Natalie.

“Last year, 15% of services were requested through our service
catalogue rather than over email and we plan to increase that to 70%
in the next financial year.

Implementing ServiceNow has enabled the Medibank IT team to adhere to the ITIL framework

“We’re developing metrics on how to drive that greater uptake and
have listened to stakeholders explain some of the pain points they
have in dealing with information technology,” Natalie adds. “We’re
talking about reducing the back-and-forth between employees and the
service desk and making sure we route calls to the right teams every
time to obtain the right outcomes.”

Medibank is very process driven and stays as close to the ITIL
framework as possible, making ServiceNow the right toolset for it to
extend service management beyond IT into other areas Implementing ServiceNow has enabled the Medibank information
technology team to adhere to the ITIL framework that documents best
practices in information technology service management. “We’re very
process driven and we try to stay as close to the ITIL framework as
possible, so in that way ServiceNow is very much the right toolset for
us,” Natalie says. “Our approach and the toolset have made it natural
for us to extend service management beyond information technology into
areas such as facilities and payroll.”

Medibank has now implemented ServiceNow into HR Payroll to
streamline a range of payroll tasks such as adding and modifying
payroll records, bank accounts, and direct data, and
ServiceNow® Facilities Service Management to view, track,
resolve, and report on facilities tasks.

We saw the way we managed a broken laptop could easily be ported to the way we managed a broken lightbulb.

Natalie McIntosh

Service Integration Manager

“We saw the way we managed a broken laptop could easily be ported to
the way we managed a broken lightbulb,” Natalie says. “Our teams in
payroll and facilities management were using spreadsheets, emails, and
shared mailboxes—and because they deal with very similar priority
matrices as we do in information technology service management, for
minimal investment we could spin up a module to manage their processes.”

ServiceNow allows Medibank to remove single points of failure and
envision its use beyond IT Using ServiceNow allowed Medibank to start removing single
points of failure and begin measuring the amount of requests teams
were dealing with—from cab charge vouchers to lockers in the
organization’s activity-based working environment. The business
expects to obtain data over the next three to 12 months to understand
the load and pain points that need to be addressed. “We have a
longer-term vision to use the portal currently used exclusively for
information technology service management for facilities and people
services,” says Natalie.

She lauds the contribution of the ServiceNow account and
professional services team to the business throughout the deployment
as “great.”

“We touch base with the account team on a weekly basis and they
provide insights into where we can head, present opportunities for us
to review how other organizations are using ServiceNow, and discuss
products that are on the horizon. It’s been a true partnership.”

ServiceNow IT Service Management

Explore the solution that helped Medibank extend service management from
IT to facilities and payroll